Consumer Care and Engagement Coordinator - Italian & English

Konecta Digital and SL&E Team for Coca-Cola; Milano; Presencial; EUR 32 000 - 42 000; Tempo integral

Resumo da oferta

Konecta Customer support Team is seeking a full-time, hybrid Customer Care professional to handle Italian market inquiries primarily via phone, email, and live chat. English is required for trainings and stakeholder communications, and additional Eastern European languages are a plus.

The role focuses on quality service and customer satisfaction within the Coca-Cola consumer experience offering. You will join a dynamic European team, delivering exceptional support while collaborating on service

Qualificações

• Initial customer support experience and/or Community Management.
• Fluent Italian (native level) with strong written skills.
• Fluent English for stakeholder communications and trainings.
• Experience with Sprinklr or similar customer support tools.

Responsabilidades

• Act as brand ambassador for Coca-Cola, primarily via phone and online channels.
• Provide high-quality customer support via email, live chat, and social media.
• Collaborate with the team to resolve issues and improve service.
• Identify and implement service-improvement ideas.
• Foster a collaborative, customer-focused work environment.

Conhecimentos

Customer service

Phone support

Communication

Team player

Formação académica

Degree in Business / Communications

Ferramentas

Sprinklr

Live chat tools

Descrição da oferta de emprego

Location: Milan / Bucharest / Prague / Budapest (Hybrid)

Languages: Italian (Native, spoken and written) + English (fluent, spoken and written)

Contract FTC, 12 months, 40 hours a week

Focusing on Italian Market & Phone Channel

Join the dynamic field of Consumer Care & Engagement Management with an exciting opportunity offered by Konecta, a dynamic and innovative Consumer Support & Service global firm. Work with our European wide team and provide top-tier support to our client Coca-Cola in European markets. We are the voice of the brand and act as primary contact with consumers to answer their requests regarding promotions, new products, or quality issues.

This is a full time (Hybrid position), and you must have initial Customer Support experience and/or Community Management and speak fluently Italian. Proficiency in English is required for stakeholder communications and trainings.

Any additional Eastern European language would be a plus if bi-lingual level (Romanian, Bulgarian, Serbian, Bosnian, Greek, ....).

If you’re passionate about customer service and have strong communication skills, this fulltime position is perfect for you. Under the guidance of experienced professionals, you’ll work on diverse customer support projects, exploring concepts like client interaction, issue resolution, service improvement, and customer satisfaction.

Gain experience in delivering exceptional customer service, and interact with consumers via LifeChat, Phone (mainly), Email and Social Media messages, thanks to our platform Sprinklr.

This team works agile with one of the best work culture and environment offered to young professionals with lots of support, exciting projects and flexibility.

Ideal Candidates:

• Professionals with a degree in Business, Communications, or a related field.
• A first experience as a customer support specialist or in Social Media Community
• Management with a strong interest in client relations and service excellence.
• Experience with handling consumers complaints via Phone is required.
• Effective communicators adept at understanding and resolving customer issues.
• Team players who thrive in collaborative environments.
• Detail-oriented individuals excelling in fast-paced, service-driven settings.
• Enthusiastic learners committed to advancing their customer support skills.
• Proficiency in customer support tools and software such as Sprinklr is highly valued.
• Native Italian: strong communications skills in written are a must-have. Language knowledge will be tested by native speakers and will be the most important success criteria.
• A fluent level of English is a must have as onboarding and training is delivered in English.
• Any other proficient Eastern European language is a plus.

Your Role:

• You are a brand ambassador for The Coca-Cola Company (TCCC), the face of Coca-Cola, acting as the voice of the Company externally and the voice of our consumers and stakeholders internally across Phone (mainly), Email, Live-chat and Social Media.
• THIS IS NOT A SALES JOB AND THIS IS NOT A MARKETING/ CREATIVE JOB.
• You will answer consumer questions and requests regarding a variety of topics
• Provide exceptional customer support to clients through various channels (mainly email or online messages).
• Collaborate with the customer support team to resolve issues and improve service.
• Assist in identifying and implementing service improvement initiatives, we love people with ideas!
• Foster a collaborative team environment focused on excellence in customer interactions.

Konecta Customer support Team is dedicated to exclusively supporting the consumer experience strategy of its client Coca-Cola. You will be employed by Konecta who will be responsible for all aspects related to the employment contract and relationship.

We are an equal employer and welcome applications from all backgrounds. Join us and start your journey with us today!